Courses Details
Course Overview

This workshop examines quality and process improvement philosophies, theories and strategies as they apply to the practice of professionals in human resource education.  Based on a critical analysis of historical antecedents, theoretical foundations and empirical research results TQM and continuous process improvement, participants will be able to apply improvement strategies to typical problems in the field and evaluate the merits and limitations of various approaches in public and private settings.

Course Schedule
Target Audience
Professionals from any descipline
Course Prerequisites
Sound managerial skills and basic project management knowledge
Expected Accomplishments
  • Manage quality improvement teams and projects
  • Compare and contrast the various tools used in quality management
  • Comprehend the concepts of customer’s value and the role
  • Comprehend six-sigma management and its tools
  • Demonstrate how to design quality into product and services
  • Explain and illustrate various statistically-based quality improvements for variables
  • Describe the importance of developing a strategic plan for total quality management.
  • Explain the significance of customer-driven quality
  • Discuss the importance of “benchmarking”, as a means of identifying the choice of the market
Course Outline
The Tools of Quality Management
Discuss the importance of pursuing quality management from a systems perspective
Explain why continual improvement is necessary for a business organization.
Identify and briefly describe the seven basic tools of quality.
Describe the purpose of a part chart, and the three basic rules for construction.
Demonstrate the ability to utilize the following quality tools:
­cause-and effect diagram
­check chart
­scatter diagram
­flow chart
­control chart
­affinity diagram
­interpretation chip diagraph
­prioritization grid
­matrix diagram

Managing Quality Improvement Teams and projects
Five stages of the life cycle of a team.
Difference between routine work and knowledge work
Relationship between employee empowerment and teamwork
Principal attributes of Heresy and Blachard’s Situation Leadership Model
Purpose of a process improvement team.
What is meant by team building?
Identify the primary sources of conflict in work teams and some methods of resolving
Handling Team conflict diplomatically
What is meant by virtual teams?
Critical path method for organizing work projects and when this method is used

Statistically-based quality improvement for variables
Random variation, and is it always uncontrollable
Statistically-based quality improvement for attributes
Identify some of the key attributes you expect in a high-quality college
Examples of the following attributes; structural sensory
Performance, temporal and ethical